What an RMM Is
Written by MSP Outpost.
In Short
An RMM (remote monitoring and management) is the agent on every client machine and the console behind it: it watches health, installs patches, runs scripts and gives you remote access. The PSA tracks the work and bills for it. The RMM does the work on the endpoint and raises the alert that becomes a ticket.
What It Does
- Monitoring and alerts. Watches disk, services, backups and uptime, and raises an alert when a threshold is crossed.
- Patching. Installs operating system and third-party updates on a schedule, with approval rules per client.
- Remote access. Lets a technician reach a machine without a separate remote support tool, where it is included.
- Scripting. Runs scripts on one machine or thousands, on demand or on a schedule.
- Inventory. Records hardware, software and warranty details for every endpoint you manage.
- Policies. Applies the same settings and monitoring by client, site or device type, so new machines are set up the same way.
When You Need One
You need one from the first client, because it is how you patch and reach machines you cannot walk up to. Pick one with a free tier or no minimum, and do not pay for automation you will not write yet.
Policies and scripts start to matter, because fixing the same thing by hand on forty machines is where your time goes. Check that it talks to your PSA properly before alerts reach the hundreds each week.
The RMM holds years of scripts, policies and thresholds, and it is the tool an attacker most wants to reach. Weigh its security record and access controls as heavily as its features.
What to Look For
Must Have
- Third-Party Patching
- Remote Access
- Scripting Library
- Policies by Client and Site
- Alert to Ticket
- Role-Based Access
- MFA for Technicians
Worth Having
- Mac and Linux Agents
- Network Device Monitoring
- Software Deployment
- Automated Onboarding
- An Open API
How It Is Priced
Most RMMs charge per endpoint per month, and a few charge per technician with endpoints unlimited. Many of the larger platforms are quote only, and some set a minimum endpoint count. Watch for servers priced higher than workstations, remote access or backup sold as add-ons, and annual terms that commit you to a device count you may not reach.
Switching
Leaving an RMM means removing an agent from every machine, installing a new one and rebuilding every policy, script and alert threshold. The new agent can usually be pushed out through the old tool, so do the move before the old contract ends. Before you sign, ask whether scripts and policies can be exported and how long you keep access after canceling.
Questions to Ask a Vendor
- Is third-party patching included, and which applications does it cover?
- How do you protect the console, and what did you change after your last security incident?
- Am I billed for the devices I manage each month, or for a committed count?
- Are remote access, backup and antivirus priced separately from the base license?
- Can I export my scripts, policies and monitoring rules if I leave?
- How long after a machine goes offline does the alert reach me?
